Something went wrong - Cannot load pay run

Samantha_9713244

Hi

Last week I was experiencing intermittent issues throughout the pay run with the above error (see screenshot below) randomly popping up.

Today I cannot even create a payrun without this error appearing

I have tried to restart PC, refresh screen, log out and log back in and also tried a completely different PC all without success

Please help - I will also try calling the support line as this is urgent

Tanvi_kataria

Morning @Samantha_9713244

Apologies for the inconvenience.

If you can please provide us with some more information, will be able to check and investigate for you -

• Which browser have you been using?
• Did you tried deleting the browsing History and cache and re-login?
• Have you tried different browser?

Feel free to let us know if you have any concerns/issues. Thank you!

Regards

Tanvi

Lucas

Hi @Samantha_9713244,

is it only for one specific pay run or all pay runs and what steps are you taking to achieve this result?

Thank you and speak soon,
Lucas

Samantha_9713244

Hi Tanvi

I have tried both Chrome & Edge

Yes cleared cache

Yes re-logged in

Yes tried different browsers and different PC's

Reckon support on the phone said they have a 'work around' because we have a large number of employees - but that is only in regards to creating the pay run not the error occurring inside the pay run

Rav

Hi @Samantha_9713244

Just checking in, have you been able to login to Reckon Payroll since your last post above?

Samantha_9713244

Hi @Rav

Reckons phone tech support were able to create my pay run and I was able to process the pay run - they advised me that the issue was the large number of employees I have in my pay run

They advised that a workaround was to de-select all employees prior to creating the pay run - tried that work around this morning for this weeks pay run and once again having the same error appear

Rav

Thanks for the info @Samantha_9713244, let me check in with the Reckon One team about this. I believe we've got a new release coming up which should help here but I'll just confirm that and see if I can get an indication on timeframe.

Leave this with me for a bit and I'll come back to you.

Samantha_9713244

@Rav - Thanks!

Painful having to call Support each week for them to create a pay run for me

Rav

Hi @Samantha_9713244

Can you please give it another go now and let me know if your pay run screen loads correctly this time?

If you're still logged in, please logout and then log back in first.

Let me know how you get on.

Rav

Hi @Samantha_9713244

Just checking in to see if things are back to normal for you now or if you're still having trouble with the above?

Samantha_9713244

Hi @Rav - Had issues on 24th Feb Phone Tech support had to load the pay run

But no issues yesterday 3rd March